Manager ITSM
DESCRIPTION:
We are seeking a talented Manager for IT Service Management (ITSM) to join our team in Lahore, Punjab, Pakistan.
Responsibilities:
- Oversee and optimize IT service management processes and practices
- Manage and improve incident, problem, change, and release management processes
- Lead and develop the ITSM team, ensuring high performance and continuous improvement
- Collaborate with stakeholders to align ITSM strategies with business objectives
- Implement and maintain ITIL best practices across the organization
- Monitor and report on key performance indicators (KPIs) for IT services
- Manage vendor relationships and contracts related to ITSM tools and services
- Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field
- Minimum 8 years of experience in IT Service Management
- ITIL v4 Foundation certification required, higher level certifications preferred
- Strong knowledge of ITSM tools and technologies
- Excellent leadership and team management skills
- Strong analytical and problem-solving abilities
- Excellent communication and interpersonal skills
Requirements:
- Proven experience in managing ITSM processes in a medium to large-scale organization
- Proven track record of implementing and managing automation solutions within Microsoft 365 ecosystem.
- Proficiency in ITSM tools such as ServiceNow, BMC Remedy, or similar platforms
- Experience in NOC (Network Operations Control) and SOC (Security Operations Control)
- Strong understanding of IT infrastructure and operations
- Ability to work in a fast-paced, dynamic environment
- Willingness to work flexible hours when required
Lahore